Tips for better Real Time Management in a contact center “Why did we fail service level when we planned for the right staff ?” Sounds familiar? I’m sure a lot of Workforce Management professionals working in contact centers have come across this question. So what went wrong when we made the best pl...

WFM Definitions Contact Center Workforce Management Definitions Following are some of the WFM Process definitions: Workforce Management: Workforce Management is a set of processes that ensure right number of staff is hired, scheduled & available at the right times to meet transaction volume forecas...